Customer First

The University of Bradford was the second in the UK to achieve the Customer First Standard back in 2005. This quality assurance framework underpins the University's knowledge transfer activities and is applied to all our business and community relationships. The framework focuses on our customers and their interface with and experience of the University and the services we deliver.  As you will see below, Customer First offers benefits to all parties.

The standard focuses on 3 areas of customer service: customer Relationships; market awareness; and people.  More detail on the 32 statements associated with the standard are available on the Customer First Website.

Benefits for our Customers

• The delivery of services our customers want and need
• Reduced confusion in our customers' minds by clearer positioning of the University in relation to other providers
• Signposting customers as appropriate to other providers
• Longer-term and more in-depth relationships
• Enabling the University to deliver what we say we will deliver

Benefits for the University

• A structured method to develop existing and new support services
• The ability to improve and adapt services to better meet our customers' needs
• A means to refer customers to appropriate partners
• A means for the University to build capacity to support development
• Enhanced internal team approach and empowered communication to encourage collaboration between schools and other parts of the University

Benefits for our Funding Partners

• A means of assessing the delivery competence of providers
• A method of building quality assured delivery capacity within the provider network
• The opportunity to capture good practice and improve collaboration amongst providers
• A means of ensuring that support provision is able to meet future market needs